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ServiceNow Launches “Virtual Agent Designer” for Custom AI Chatbot Creation

Executive Summary

ServiceNow has introduced the “Virtual Agent Designer,” a new tool empowering IT teams to build, customise, and deploy AI-powered chatbots for ITSM workflows. This update allows organisations to streamline support, automate routine requests, and deliver personalised self-service experiences.


What Happened?

On 2 December 2025, ServiceNow announced the general availability of Virtual Agent Designer as part of the latest Now Platform release. Key features include:

  • Intuitive, drag-and-drop interface for building conversation flows

  • Integration with ServiceNow ITSM modules for seamless ticketing, knowledge, and workflow automation

  • Advanced natural language processing (NLP) for context-aware responses

  • Analytics dashboard for monitoring virtual agent performance and adoption

The tool enables IT departments to quickly launch and iterate on chatbots that handle common incidents, service requests, and FAQs—freeing up human agents for more complex tasks.

Why Does It Matter?

For medium to large organisations—especially across Europe and Africa—this development offers:

  • Faster resolution of routine IT queries through automated, always-available chatbots

  • Reduced workload for service desk staff, allowing a focus on higher-priority issues

  • Improved user satisfaction with instant, personalised self-service

  • Greater agility to adapt chatbots to evolving business needs without coding expertise

ServiceNow’s investment in low-code AI tools reflects the growing demand for scalable automation and enhanced digital experiences in ITSM.

Impact on ITSM

  • Streamlines support operations and reduces ticket volume

  • Enhances self-service adoption and user empowerment

  • Supports hybrid and remote work through 24/7 digital assistance

What Should Organisations Do?

  • Enable Virtual Agent Designer and identify high-impact chatbot use cases

  • Train IT and business teams on designing and optimising conversation flows

  • Monitor chatbot analytics to refine responses and improve service quality

  • Promote chatbot usage to drive adoption and maximise ROI

Sources


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